Yes. After I posted a complaint about my washer which is only 1.5 yo, Samsung rep responded to private message him/her. I spent so much time going back and forth messaging all the details. He asked for the issue first, then photos, then Full name, email address, home address, where we purchased it. Finally he issued a ticket, but nobody contacted, I called called and called, was on the phone on hold for a long while 5-6 times. Eventually they called back to set up a technician to come to diagnose. But since the washer is out of warranty, I would have to pay for technician to come diagnose, if any parts required also out of my pocket.
So in conclusion, they make it a long painful process so customers would give up. You have to spend a lot of time for them to tell you that regular cycle cleaning should be done, they don't know about this issue and that customer is paying for the technician just to check at first and the parts if needed, etc. So doesn't worth wasting time. We will never buy Samsung products!
Within 2years we bought 4 TV as well, one broke wouldn't turn on. We had a Samsung Galaxy phone again issues withing 5 month
Either Samsung is more willing to address this Brown Residue issue now or I just happened to get a more accomodating Samsung representative, Samsung has arranged for a Authorized Center technician to try to fix this issue for us. They will be covering the cost of the Labor and Parts even though our washer is more than 3 years old.
They did ask various questions (as In your case), but the process was relatively straightforward. I never had to make any telephone calls, other than to set up the appointment time for the technician.
In another 5 days, I will know if the technician is able to resolve the issue.
We are having the same problem with disgusting debris that is left on the clothes. If you touch it, some pieces are gritty and other pieces are thin and smear across your clothing. Running the Pure cycle weekly has not resolved the problem.
I have the same problem, and am sick of it. I have had the machine for several years, and didn't realize where the flakes of gunk were coming from. I have spend a lot of money on washing machine cleaning tablets and the hot water used with the self-cleaning cycle. My latest situation I have ran the machine at least 8 times (twice with the cleaning tabs) and I have yet to get a cycle with no gunk left over. I will not buy or recommend a Samsung washer again.
Could you send us a private message with your full model and serial number as well as pictures of the residue? http://bit.ly/2ihPL97
I am horrified to see how many other people are experiencing this same issue. This is now the second Samsung washer (model WA40J3000AW/AA) where we are getting black, flaky sludge after every single wash. And we had both for less than two years when this started happening. On the first one I thought it was just our issue, so we just bought a new replacement washer (same model). Now, seeing all these other messages, I am upset that Samsung hasn’t done more to address this issue. I have followed all of the instructions for self cleaning (running bleach through multiple self clean cycles, cleaning with baking soda and vinegar, etc.) and the flakes just keep coming.
Please advise Samsung.